Floodlight wi-if camera not working

Products Security Cams
#1

Hi

bought this camera about a week ago, everything is working , until last night when my wi-fi went out , my wi-fi was restored this morning, but I turned on my cam it would not work, motion and light would not turn, i tryed to hard reset , resetting my router, check

my wi-fi(it’s over 2oo mbps, plus). so I decided to delete device and re-installed it but it

won’t connect to wi-fi(it’s keeps showing the green light under the wi-if camera) is

there any other ways I can do to keep this working again

thanks

#2

Sorry to hear about this, @Mdot! When you flip the breaker associated with this Camera off, then back on, do the Floodlights come on? As you mentioned the green light on the bottom showing, the Floodlights activating can also confirm power is reaching the Camera.

You’ve covered all the right steps for this to work, including a reset. Just to be sure, performing a reset on your Floodlight Camera, by holding the setup button for 20 seconds, might also help. If this concern persists, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. Feel free to let us know how this goes! :slight_smile:

#3

I did that reset none but it’s not working, I tryed to connect manually without scanning the codes, and it told me to join network ring " ring setup 2b", but

im already connected to my router( see image) , which I don’t understand

why my camera is not going thru setup, thanks

#4

Hi @Mdot! Once you get to the step for connecting to the Ring setup network, this will be required to be completed again. Although you’ve already done this before, the Floodlight Cam will need to re-establish the connection securely with your wifi network. In order to do so, the Ring app must first speak with the Ring device via the Ring setup network. If your setup continues to fail at this step, try another mobile device.

If you are not seeing the Ring setup network in your wifi settings, it is likely due to the Camera being unresponsive, and means that the Floodlight Camera is also not responsive to setup. In this case, our support team may be the best next step.

#5

Thanks I figure it out, and was able to complete setup, but the camera will not give me live feed, I waited for 5 mins( see pic) and motion is not working and I no longer get motion alerts, only thing I can do is control the lights, any step I can do to fix this, thanks for the help

#6

Thank you for the quick response and image example! Glad you were able to get this setup. Based on the image and symptoms described, it sounds like this Camera has since fallen offline.

When installing a Ring device for the first time there is often an update immediately following as well as first time configuration of settings being communicated. If the update never started, or finished, this can be an indicator of wifi signal interference. Attempting to operate live view and other functions during this update can make the update take longer than expected.

The best thing to do here is to wait some time, to see if the network establishes connection and the Camera finishes it’s last known communication. Moving this closer to your router can always help. After waiting several hours, if your Camera is still not responsive to a setup or a live view in the app, try another reset by holding the setup button for 20 seconds.

#7

Did the 20 second reset, same result still activate device freeze, but the video does record just showing a black screen, well I’ve enclose a screenshot of my device health, thanks for the help

#8

Thank you for your continued patience with this. At this time we’ve exhausted most any troubleshooting steps. If your Camera is online at all, and just not showing video, maybe our ports and protocols article will help with this.

If not, our support team will be happy to take a more in-depth look at this concern, to find a solution for you. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

#9

Hi

i did three 20 sec reset, camera does reset and it does go thru online, but as you stated above, I never see the “ring setup b1” on my wi-if setting, it connects straight to my xFi advanced gateway router, and I can see it thru my xFi app, I end up getting the green light under the camera all the time, thanks for the help

#10

Hi @Mdot. Jumping in for Marley here! If you are still having issues, I’d recommend reaching out to our support team. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

#11

Update

I went and bought a wi-if extander, but that didn’t work as I’m still getting the green light thru setup, I’ve decided to lower my xfinity firewall to lower security, I was able to compete setup but can only control my light and get ring neighborhood notification (no motion sensor, no camera live) . i was able to have the camera go live and motion sensor to work/get motion alert notification , but I have to completely turn off my xfinity firewall, which I do not want , Will connecting another router like netgear to my xfinity gateway work? If so which router model do I need to get , I might go with this route if it works , thanks for the help

#12

If it’s your internet provider you may be able to just open the ports needed for Ring to work.
https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices
I would also contact your internet provider to see if they could help.
Adding another router that goes through your main would not help with the security issue. It would be blocked. Maybe if connected to your modem. But I’d still check with your provider first before spending money on something that won’t help.

#13

Update #1

so I’ve decided to buy the ring chime pro wi-fi extender , and it connects fine with no problem at all(pic attached) , but when I tried to connect my floodlight cam thru the chime pro, still getting the green light, I’m guessing the camera is broken ?